MTCBA-G2-U stops sending SMS alerts on NBRK0550

[DCIM_Support]

Dear Team,

I have noticed the MTCBA-G2-U multitech modem stops sending SMS after some days and I have to reboot the NetBotz 550 appliance in order for it to resume sending SMS on to stop again.

Kindly is this a firmware issue on the NetBotz appliance? has anyone experienced this?

Regards,

Felix

(CID:102924801)

[DCIM_Support]

Hi Felix,

There is no known firmware issue that would cause this. It is likely a process within the appliance that is getting hung up. This could be due to the modem itself or it could be related to other components or configurations.

How often does this occur? Is it happening every time the modem is used? Is it happening every day? Every week? Month? What firmware are you running on the appliance? The most recent is 4.5.

Are you able to access the appliance immediately after the issue occurs? If so, note the time the issue occurred as well as obtaining the logs from the device. They are most easily saved from the web page of the device at:

http:///cgi-bin/nbSupportCGI?cmdid=logread

If it is happening very frequently, you may also want to back up th appliance and do some testing. reset the bot to defaults and configure only the modem and a single threshold, wet it off a few times to see if the issue repeats itself. There may be a configuration (physical or software) that is causing the appliance to have issues and this should resolve any software issues. If this resolves the issue, you may want to consider a manual reconfiguration as re-importing a backup could re-import the issue.

Steve

(CID:102924851)

[DCIM_Support]

Hi Steven, The modem takes two days at most and SMS stops sending. I have tried firmware reset and re-entered the configuration manually but after two days the modem stopped sending alerts. This problem is similar to another site in a different geographical region. The customer is really unhappy with this and I am considering changing the modem to another one hoping it clears this issue. I am visiting site and will send you the logs once I have them. Regards, Felix

(CID:102925201)

[DCIM_Support]

Hi Steven,

Please find attached screen shot presumably showing when the modem stops sending alerts.

What results to locking of the serial port?

Also find the below screen shot of the other site which is experiencing the same problem.

Regards,

Felix

(CID:102925269)

[DCIM_Support]

Hi Steve, The NetBotz firmware is rev 4.3 as this supports MTCBA-G2-U, I cannot upgrade to 4.5 because I shall need to change the Modem. Regards, Felix

(CID:102925298)

[DCIM_Support]

Does firmware version 4.5 do not support MTCBA-G2-U modem?

(CID:102925313)

[DCIM_Support]

Hi Balaraman, I have not tested it with rev4.5 but it does not work with 4.4 and it was mentioned that it best works with rev4.3 or below. Regards, Felix

(CID:102925316)

[DCIM_Support]

Felix, Please upgrade to 4.5. There were known issues with 4.4 and modems. You can always back the unit up and if necessary, go back to 4.3.

(CID:102925344)

[DCIM_Support]

Hi Steve, Thank you for your response. I shall do that and advise hoping that this will solve the locking of the serial port connecting the modem. Regards, Felix.

(CID:102925387)

[DCIM_Support]

Welcome. I know it resolves the 4.3 to 4.4 issue you've seen. Can't say 100% it resolves the other. If possible, Can you download the logs in text format via the link I provided should it continue to fail? Steve

(CID:102925414)

[DCIM_Support]

Hi Felix, I have done the modem(MTCBA-G2-U) insatallation with 4.5 firmware in 4 nos netbotz and its working fine from last 1 month.

(CID:103584079)

[DCIM_Support]

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